Norex Group

Valencia, CA

Order Manager

Return Policy

What is Norex Group's Return Policy?

***Food items and healthcare products are non-returnable***

Norex is happy to offer you a 30-day money back guarantee for merchandise, but some restrictions from either Norex or the manufacturer may apply. If an incorrect item was ordered or you changed your mind about the order, we will have to charge a 10% restocking fee. Damaged merchandise has to be reported within 30 business days, please be sure to report the damage immediately with the shipping carrier when the package is delivered so that we can process your claim. If your item is defective, it needs to be reported within 30 business days, and you have to have the original box. If you received less items than you were supposed to or the wrong item, it has to be reported within 5 business days after delivery or carrier noted delivery.

Returns must be 100% intact, in the original packaging with the UPC or barcode clearly visible. Any components, manuals, registration card(s), software, cables and/or accessories must also be included. Unfortunately, if merchandise returned to our warehouse is in a non-restockable condition, we will be unable to issue a full credit. Please be advised that if your order is over $25 and requires us to reship from an original damaged, defective, shorted, or mis-shipped order, you will be temporarily charged for that item(s) and you will be credited when the original item(s) or claim is closed. To have a return processed for your order, click here to fill out our easy return form or call our toll free number at 1.888.760.2969 Monday - Friday 9am - 6pm EST.

We will need the following information to process your return:

Original order number

Item being returned and quantity

Reason for return

Your name and daytime phone number

Your e-mail address

Please also advise us as to whether or not you would like your merchandise reshipped or credit posted to your account.

All returns require that a Return Merchandise Authorization (RMA) number to be issued by our Customer Service Department via our Customer Service Center. Return numbers must be written clearly on the outside of all returned packages (not on manufacturer packaging). All packages returned without return numbers will be refused and returned to sender and the sender will be liable for all freight. Please allow 15-25 business days for return processing and credit postage to your account.

Norex will apply full refund of the original purchase price of the item if received back in the condition the order was delivered. Shipping and handling charges will be deducted for returns due to customer error. Some items that are deemed customer error will be the customers' responsibility to return after receiving the RMA number and provided return address. Please be advised all returns may be subject to restocking fees. Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup. Special order items, dated goods and / or custom products are not returnable.

How Will a Customer Receive a Refund?

Refunds are processed in accordance with the customer's original method of payment. For example, if a customer wishes to return and item that was purchased through his/her PayPal account, a refund will be administered to his/her PayPal account only. Norex's refund policy applies to all methods of payment accepted at Norexgroup.com, which include Visa, MasterCard, American Express, Discover and PayPal.

Likewise, those who wish to return Norex items purchased through third party websites, such as Amazon, will be refunded according their original method of payment.

Customers who wish to return one or more items paid for with either a Norex gift card or via the "Call In" method will be refunded with a check.

What is Norex's Return Policy For Dated Products?

Dated Products are any items that contain annual date information such as calendars, appointment books and organizers, business journals and diaries, desk and desk pad calendars, and wall calendars and planners. All sales of Dated Products are FINAL and Norex will NOT accept the return and/or exchange of any such Dated Products for credit or other consideration.

What is the Return Policy for Hardware?

Please remember to back up all of your data before installing any new software, or peripherals. Norex is not responsible for any lost data. Opened laser, inkjet printers and / or fax machines may be exchanged within 30 days of your product's shipping date for the same item only. No refunds are available for these items if opened. Hardware and software returns must be returned to Norex at customer's expense to our tech warehouse. Special order items and / or custom products are not returnable with Norex. Due to certain manufacturer return policies some electronic items will not be accepted for return due to customer cancel. This information will be provided to customer once return request has been made. Open hardware or software is non-returnable.

What is the Return Policy for Refurbished Products?

Refurbished products are products that have been previously sold and returned, then reconditioned and repackaged for selling purposes. Refurbished products come with a 30-day defective-only guarantee and are sold "AS IS." We do not guarantee replacement, nor do we cover return shipping charges. If you return a defective product, you will be credited through the same payment method used to place the order.

How do I return Items Shipped to APO / FPO addresses?

Norex will honor return requests for orders shipped to APO / FPO addresses. A Return Merchandise Authorization (RMA) number must be issued for the order. Unfortunately, Norex is unable to have a call tag issued for orders shipped to APO / FPO addresses. Therefore, merchandise must be returned to Norex's warehouse at the customer's expense.

How does Norex's Money Back Guarantee work?

Norex offers a 30-day money back guarantee for merchandise subject to manufacturer and/or Norex restrictions. However, if the incorrect item was ordered or customer has changed their mind regarding an order, a restocking fee will apply.

Damaged merchandise has to be reported within 30 business days. However, we have no grounds for a claim if the merchandise was signed for "free and clear" (no noted damage). Defective items need to be reported within 30 business days, and has to have the original box. Shortages/Warehouse mispicks need be reported within 5 business days after delivery or carrier noted delivery. Restocking fees are determined based upon the condition of returned merchandise, the original freight, and the cost of item pickup. All consumable and/or medical items are non-returnable and non-refundable. Special order items and / or custom products are not returnable. Norex will advise you if this applies after you request a return. Commercial coffee urns and Non-Stock or Close-Out Merchandise are non-returnable.

If you would like to know if your product is covered by the Money Back Guarantee, contact our Customer Service Department via email, chat, or phone at 1.888.760.2969.

What if my product is defective?

If your product is defective in any way, please contact our Customer Service Center and click Returns so that we can provide you with a Return Merchandise Authorization Number. Please fill in the form with all requested order information. Defective software will be replaced upon receipt of the defective product if customer wishes to receive replacement item.

What is Norex's Exchange Policy?

Norex will gladly offer an exchange for any items received damaged or defective provided the damaged items are reported within 5 business of the order delivery and the defective items are reported within 10 business days of the order delivery. Due to Norex policy, any claims made after 30 days of receipt of order cannot be honored by Norex. Special order items and / or custom products are not returnable with Norex.

How do Restocking Fees Work?

Norex customers who have personally mishandled or damaged their returned item[s] are responsible for covering both return costs & restocking fees. Additionally, restocking fees apply to customers who have returned items due to 'customer error,' aka returned items due to personal, not qualitative, reasons. Examples of 'customer error' include ordering the wrong product & failing to cancel the order on time, or not liking the color of the product. Please be advised that all returns may be subject to restocking fees.

Restocking fees are determined by the condition of returned merchandise, the original freight, and the cost of item. Often, restocking fees cost 15-25% of the item's original listed price + shipping; however these figures vary on a case-by-case basis. The restocking fee[s] of each returned item[s] will adhere to the terms and conditions established by the vendor[s] of said item[s].

If the item[s] arrives to the consumer damaged or defective etc. then no restocking fee applies and the customer will receive a return authorization form.

Can you give me Technical Support?

Norex is unable to provide any technical support for products we sell. We will gladly offer manufacturer contact information if technical support is necessary. Simply call our toll free number: 1.888.760-2969 Monday - Friday 9am - 6pm EST and manufacturer contact information will be provided.